nwas lis annual review 2012/13
TRANSCRIPT
NWAS LIS – April 2013 –Version 1.0 Page 1
Table of Contents
1. Introduction .................................................................................................................................... 2
2. Background ..................................................................................................................................... 2
3. Library Activity ................................................................................................................................ 3
About Benchmarks .............................................................................................................................. 3
Inter-Library Loans [ILLs] ..................................................................................................................... 3
Enquiries ............................................................................................................................................. 3
Athens Usage ...................................................................................................................................... 3
Registered OpenAthens Users ............................................................................................................ 3
4. Progress against Year One Action Plan 2012/2013......................................................................... 4
5. Measuring the Impact of NWAS LIS 2012/13 ................................................................................. 5
6. NWAS LIS User Survey and User Community Review 2012/13 ...................................................... 6
Which Region are you from? .............................................................................................................. 6
What is your role? ............................................................................................................................... 6
Which area do you work in? ............................................................................................................... 6
My enquiry relates to … ...................................................................................................................... 7
7. Performance Measures ................................................................................................................... 7
8. Other NWAS LIS activity .................................................................................................................. 8
Library Strategy ................................................................................................................................... 8
Library Quality Assessment Framework [LQAF] 2012......................................................................... 8
Investors in People [IiP] Gold Award Final Report .............................................................................. 8
Publications ......................................................................................................................................... 8
9. Summary ......................................................................................................................................... 8
10. References .................................................................................................................................. 9
Appendix 1. NWAS LIS Action Plan 2012/13 detailed summary ........................................................... 10
Accessible and Innovative ................................................................................................................. 10
Quality First: Providing Quality and Performance ............................................................................ 10
Library and Information Services ...................................................................................................... 11
Knowledge Management: Right Information, Right Time ................................................................ 11
Information Literacy and Critical Appraisal ...................................................................................... 11
Partnership ........................................................................................................................................ 12
Communicating with Users: Marketing & Communications ............................................................ 12
Appendix 2. NWAS LIS Action Plan 2013/14 ......................................................................................... 13
Accessible and Innovative [1] ........................................................................................................... 13
Quality First: Proving Quality and Performance [2] .......................................................................... 13
Library and Information Services [3] ................................................................................................. 13
Knowledge Management: Right Information, Right Time [4] ........................................................... 13
Information Literacy and Critical Appraisal [5] ................................................................................. 13
Partnership [6] .................................................................................................................................. 13
Communicating with Users: Marketing & Communications [7] ....................................................... 13
Appendix 3. NWAS LIS User Profile, 2012/15 Recommendations and Actions .................................... 14
Appendix 4. Performance Measures Summary .................................................................................... 15
Appendix 5. Indicative Library Dashboard [February 2013] ................................................................. 16
NWAS LIS – April 2013 –Version 1.0 Page 2
1. Introduction
This Fourth Annual Review of the NWAS Library & Information Service [NWAS LIS]
presents a summary of NWAS LIS activity for 2012/13, reports progress against the Year
One Action Plan 2012/13 for implementing the North West Ambulance Service Library &
Information Service Strategy 2012 -2015 (NWAS LIS 2012a) and proposes actions for the
Year Two Action Plan 2013/14 (See Appendix 2).
2. Background
North West Ambulance Service Library & Information Service [NWAS LIS] was created in
March 2009. NWAS LIS has a number of distinctive characteristics:
it is a virtual service delivered via e-mail, mobile phone, internet/web and social
networking;
the Outreach Librarian travels to service points or to meet users at their place of
work;
NWAS is the only Ambulance Trust in the UK with a dedicated library and
information service.
NWAS LIS operates independently of other NHS library services but does participate in
North West regional partnerships with other NHS and university libraries through the
Library and Information Health Network North West [LIHNN] and the Health Care
Libraries Unit [HCLU]. The Trust receives £20K funding from HCLU as a contribution
towards the Outreach Librarian’s salary costs. NWAS LIS is part of Organisational
Development Directorate.
Director of Organisational Development
Assistant Director of Workforce
Development
NWAS LIS in the
Organisation
Head of Organisational Development
NWAS Librarian
Matt Holland
NWAS LIS – April 2013 –Version 1.0 Page 3
3. Library Activity
About Benchmarks
There are no agreed national or regional benchmarks for quantitative measures of routine
library activities. These benchmarks are locally derived and based on the first year of NWAS LIS
(March 2009-March 2010) on the basis that NWAS LIS should exceed the first year levels of
activity for every subsequent year.
Inter-Library Loans [ILLs]
ILL is the supply of books, reports and journal articles to users on request from the
NWAS LIS/NICE Evidence Search collection, from other libraries in the North West region
or the British Library. There was a significant increase in ILL activity in 12/13. This
relates to the use of a journal article each month for CPD activity by the South
Lancashire group.
09/10 Benchmark 2011/12 2012/13
360 305 1132
Variance from Benchmark - 55 / - 15 % + 772 / + 214 %
Enquiries
Enquiries are defined as questions directed to NWAS LIS, in person, by phone or e-mail.
Enquiries can be simple for example “How do I register for an OpenAthens (formerly
known as NHS Athens) Account?” or requests for database searches to locate journal
articles on a specific topic.
09/10 Benchmark 2011/12 2012/13
240 305 357
Variance from Benchmark + 65 / + 27% + 116 / + 68 %
Athens Usage
Athens usage records the number of times NWAS OpenAthens (formerly known as NHS Athens)
accounts are used to access OpenAthens protected resources. These include NICE Evidence
Search (formerly known as NHS Evidence) or electronic journal titles such as the European
Journal of Emergency Medicine or Pre-hospital Emergency Care.
09/10 Benchmark 2011/12 2012/13
3600 4811 4896
Variance from Benchmark + 1211 / + 34 % + 1296 / + 36 %
Registered OpenAthens Users
The number of current NWAS NHS Trust staff registered as having an OpenAthens account. This
is currently equivalent to 15.8% of all NWAS NHS Trust staff. A contracted in library service for
the South Central Ambulance Service has achieved registration rates at 34% (Pers. Comm.),
providing both a point of comparison and a challenge for NWAS LIS. An objective of the NWAS
LIS Marketing Action Plan 2012-2013 (NWAS LIS 201b2) is to register 15% of NWAS NHS Trust
staff.
NWAS LIS – April 2013 –Version 1.0 Page 4
09/10 Benchmark 2011/12 2012/13
400 605 (11.8% of NWAS staff) 811 (15.8% of NWAS Staff)
Variance from Benchmark + 205 / + 51% + 411 / + 103 %
4. Progress against Year One Action Plan 2012/2013
The North West Ambulance Service Library & Information Service Strategy 2012-2015
(2012a) identified seven aspects of service delivery which combine to deliver the NWAS LIS
mission statement:
“NWAS LIS aims to provide high quality information, support and advice at the right
time, in an accessible form and an appropriate location to support NWAS staff in
delivering quality services and quality care to patients”. (NWAS LIS 2012a)
These aspects are:
1. Accessible and Innovative
2. Quality First: Proving Quality and Performance
3. Library and Information Services
4. Knowledge Management: Right Information, Right Time
5. Information Literacy and Critical Appraisal
6. Partnership
7. Communicating with Users: Marketing & Communications.
The Year One Action Plan 2012/13 is the first of three annual action plans which aim to deliver
on each of the seven aspects over the life of the NWAS LIS strategy. The action plan has enabled
NWAS LIS to identify activities to improve service delivery making the best use of time and
resources to achieving them. In summary …
Actions relating to three aspects were completed in full relating to Quality First, Library
& Information Services and Communicating with Users.
Two aspects are ongoing. Knowledge Management and Appraisal and Partnership.
Some progress was made in identifying areas to develop partnerships for knowledge
management activities. These will be taken forward in 2013/14. Informal contacts with
colleagues supporting Ambulance Services in England resulted in a co-authored article
for the Journal of Paramedic Practice. NWAS LIS recognises that these areas require
sustained effort and creative solutions over the full three year strategy to achieve
significant progress.
NWAS LIS continues to generate content aimed at low or non users of the service.
Evidence from the data collected on users (See Section 6) suggests some success in
reaching user communities outside Corporate Services and Paramedic Emergency
Services [PES]
No progress was made in delivering Critical Appraisal training. This will be addressed in
the next Action Plan (See Appendix 2)
A detailed analysis of the Year One Action Plan 2012/13 can be found in Appendix 1.
NWAS LIS – April 2013 –Version 1.0 Page 5
5. Measuring the Impact of NWAS LIS 2012/13
The NWAS LIS Library Impact Study 2012/15 measures the impact of NWAS LIS using a
tool devised by Strategic Health Library Leads [SHaLL]. The survey is available on the
NWAS LIS website and runs continuously from June 2012 to July 2015.
NWAS LIS aims for 50 responses each year, running July-June, 150 responses in total.
There are 42 responses at the time of this report. The first of four planned reports,
NWAS LIS Library Impact Survey 2012/15. First Report July – August 2012 (NWAS LIS
2012c) is available on the NWAS LIS website.
The survey indicates that NWAS LIS is having an impact on work/clinical practice. The
top three responses are: 1) Advice given to colleagues, 2) Service development and
planning, and 3) Confirmed patient care or treatment. Only 4 responses were unable to
make a choice of impact.
Figure 1. Responses to the question Did the information you found influence any of the
following?”
NWAS LIS – April 2013 –Version 1.0 Page 6
6. NWAS LIS User Survey and User Community Review 2012/13
The NWAS LIS User Profile, 2012/15 (NWAS LIS 2012d) was an exercise to better understand
who the users of NWAS LIS are and to inform actions to develop appropriate services for NWAS
NHS Trust staff. The User Profile made three proposals:
broadening the basis of NWAS LIS use from those involved in Higher Education, to encourage use of information sources to inform Work related and Training and Development activity;
raising the base level of participation with NWAS LIS (represented by NHS Athens registrations) from of 11% to 15%;
target services to non and low segments/user groups. The proposals to be supported by Recommendations for Action which are summarised in Appendix 3. The following statistics update tables form the NWAS LIS User Profile 2012/15. These figures are based on data collected about enquiries to NWAS LIS using the NWAS LIS online Enquiry Form. The data for 2012/13 is compared, where possible, with data from 2011/12.
Which Region are you from?
NWAS LIS maintains a level of activity across the three NWAS regions. There are more enquiries from Cumbria and Lancashire and a fall in enquiries in Cheshire and Mersey for 2012/13 compared to 2011/12.
Region 2011/12 2012/13
Cumbria & Lancashire 35 % 42.6 %
Greater Manchester 32% 32.8 %
Cheshire & Mersey 21.5 % 15.4 %
No Region 11.5 % 9.2%
What is your role?
NWAS LIS reaches all grades of clinical staff. Small changes in percentages from 2011/12 to 2012/13 are not significant. Overall there has been an increase in the number of enquiries.
Role 2011/12 % (Responses) 2012/13 % (Responses)
Advanced Paramedic 15 % (39) 13.7 % (49)
Senior Paramedic NA 7.3 % (26)
Paramedic 21 % (55) 25.2 % (90)
Student Paramedic 13 % (34) 16.5 % (59)
EMT 10 % (28) 7.6% (27)
This question does not
apply to me
NA 29.7 % (106)
Which area do you work in?
NWAS LIS is making progress towards increasing the number of enquiries from low user
groups: Emergency Preparedness [EP], Emergency Control Centre [ECC], Patient Transport
Service [PTS] and Emergency Control Centres [ECC]. Paramedic Emergency Service [PES] and
Corporate Services represent the most number of enquiries to NWAS LIS.
NWAS LIS – April 2013 –Version 1.0 Page 7
Division 2011/12 % (Responses) 2012/13 % (Responses)
Emergency Control Centre
[ECC]
0.3% (1) 5.9 % (21)
Patient Transport Service
[PTS]
0.3% (1) 2% (7)
Emergency Preparedness
[EP]
NA 3.9 % (14)
Hazardous Area Response
Team [HART]
1.2% (3) 1.7 % (6)
Paramedic Emergency
Service [PES]
60 % (156) 60.8 % (217)
Corporate Services 36 % (68) 14.3 % (51)
External NHS 12% (30) 11.5% (41 )
My enquiry relates to …
NWAS LIS is making progress in maintaining contact with graduates of Paramedic
Practice programmes once they have qualified and joined NWAS NHS Trust. The shift
from enquiries relating to University Courses to Work related enquiries together with an
overall increase in the number of enquiries is very positive.
Motivation for enquiry 2011/12 % (Responses) 2012/13 % (Responses)
Work 22% (67) 68% (241)
University Course 64% (195) 19% (69)
CPD 5% (15) 1% (5)
Other 9% (27) 12% (42)
7. Performance Measures
The NWAS LIS Service Statement (NWAS LIS 2012e) makes two commitments to performance measures for Enquiries and Inter-Library Loans, together with a commitment to report the outcomes in the Annual Review.
In Summary NWAS LIS met the undertaking to reply to any Inter-Library Loan Request within 48 hours 95% of the time in 12 out of 12 months. NWAS LIS met the requirement to reply to Enquiries within 48 hours 95% of the time in 10 out of 12 months.
For a detailed summary see Appendix 4.
NWAS LIS – April 2013 –Version 1.0 Page 8
8. Other NWAS LIS activity
Library Strategy
Writing, editing and presenting the NWAS Library & Information Services Strategy 2012-
2015 (NWAS LIS 2012a) to the Board represented a major piece of work by NWAS LIS.
The Librarian worked with Carol Offer and other internal and external stakeholders to
devise a strategy that will deliver planned development and improvements to NWAS LIS
to 2015. The process of writing and delivering the NWAS LIS strategy was significant in
preparing for a successful submission to the Library Quality Assessment Framework
[LQAF].
Library Quality Assessment Framework [LQAF] 2012
NWAS LIS scored 94% compliance with national standards. This compares with a mean
average % compliance rate for all NHS North West library and knowledge services of
84.8% and a mean average % compliance rate for the NHS North West primary care,
community or other library and knowledge services of 75%. The score improves on the
2011 score of 87%. This meets and exceeds the commitment made in the NWAS Library
& Information Services Strategy 2012-2015 (NWAS LIS 2012a) to ensure that NWAS LIS
delivers a service that achieves an LQAF score at or above the median average score for
the North West Region.
Investors in People [IiP] Gold Award Final Report
NWAS LIS was identified as a Key Strength by IiP "The Trust had an Outreach Librarian
in-situ to develop and manage a specialist library and information service. This provided
outreach support to ensure that library and electronic information sources were used to
best effect. As more and more staff undertook further degrees and additional
professional qualifications, it was proving to be an invaluable resource in supporting
staff by providing journal research data and referencing information."
Publications
The Librarian published the following article in the Journal of Paramedic Practice.
Holland, M., 2012. Reference management software for students, researchers and
academics. Journal of Paramedic Practice. 4(8), 484-487. Available from:
http://www.paramedicpractice.com/cgi-bin/go.pl/library/abstract.html?uid=93411
[Accessed 19 February 2013].
9. Summary
NWAS LIS has performed well in 2012/13. The results of the national Library Quality Assurance
Framework [LQAF] demonstrate that NWAS has a Library & Information Service that compares
well with other NHS library services in the North West.
NWAS LIS – April 2013 –Version 1.0 Page 9
10. References
Holland, M., 2012. Reference management software for students, researchers and
academics. Journal of Paramedic Practice. 4(8), 484-487. Available from:
http://www.paramedicpractice.com/cgi-bin/go.pl/library/abstract.html?uid=93411
[Accessed 19 February 2013].
NWAS LIS, 2012a. NWAS Library & Information Services Strategy 2012-2015. NWAS NHS Trust:
Bolton. Available from: http://www.networks.nhs.uk/nhs-networks/nwas-library-and-
information-service/guides#section-3 [Accessed 18 March 2013].
NWAS LIS, 2012b. NWAS LIS Marketing Action Plan 2012 - 2015. Available from:
http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-
service/guides#section-3 [Accessed 18 March 2013].
NWAS LIS, 2012c. NWAS LIS Library Impact Survey 2012/15. First Report July – August
2012. Available from: http://www.networks.nhs.uk/nhs-networks/nwas-library-and-
information-service/guides#section-4 [Accessed 19 April 2013].
NWAS LIS, 2012d. The NWAS LIS User Profile, 2012/1. [Unpublished]. For a copy contact
the NWAS Librarian, Matt Holland [[email protected]].
NWAS LIS, 2012e. NWAS LIS Service Statement. Available from:
http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-
service/services
[Accessed 21 August 2013].
Matt Holland
NWAS LIS
April 2013
NWAS LIS – April 2013 –Version 1.0 Page 10
Appendix 1. NWAS LIS Action Plan 2012/13 detailed summary
The following reports on the deliverables against each completed action or a commentary on
progress towards achieving each action for the NWAS LIS Year One Action Plan 2012/13.
Accessible and Innovative
ACTION: Develop content for users using the web, social media, audio and moving image to
communicate with users, the focus to be on resources that are directed at HART/EP, ECC
and revising and updating guides to online databases.
DELIVERD IN 2012/13:
1. Video delivered via YouTube for NHS Evidence search.
2. Guides to Open Access and Publication Process.
3. Bibliographies for Chain-of-Survival, Driving Emergency and EMS Vehicles, Trauma
Services and Organisation, Emergency Control Centres and Paramedic Practice -
Education with reference to Emergency Preparedness education and training.
4. Roll out of of eBooks purchased from HCLU grant. Library has published seven
factsheets on basic management topics using eBooks as a core resource.
5. Redesign of eBooks page to include broader range of topics reflected in books
purchase from HCLU Grant.
COMMENTARY: The content delivered by NWAS LIS has expanded to address different
communities and professional groups within NWAS NHS Trust. Aspirations to include
different forms of media (audio and moving image) are partly met.
Quality First: Providing Quality and Performance
ACTION: The Library Quality Assurance Framework [LQAF ] requires NHS libraries to deliver
standards that are controlled by a managed process which includes setting, monitoring,
reviewing and revising service delivery standards against customer needs. NWAS LIS will
write and publish a description of services for users explaining what services users can
expect, how they can be accessed and the time frame within which they can be delivered.
DELIVERD IN 2012/13: There is now a published statement on the NWAS LIS Website [
http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-
service/documents/NWASLibraryServiceStatement.pdf ] and web version [
http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-service/services
]
ACTION: NWAS LIS will adapt current recording mechanisms for enquiry tracking and inter-
library loan to provide information about standards e.g. 95% of enquiries answered within
48 hours.
NWAS LIS – April 2013 –Version 1.0 Page 11
DELIVERD IN 2012/13: Percentage of ILL’s and Enquiries answered within 48 hours is
recorded on the NWAS LIS Dashboard. Data is captured from an online Inter-Library
Loan/Enquiry form using.
COMMENTARY: Completed.
Library and Information Services
ACTION: Write statements about each service and the underlying quality objectives and
publish these on the NWAS LIS website.
DELIVERD IN 2012/13: Quality objectives are embedded in the service statement. [
http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-
service/documents/NWASLibraryServiceStatement.pdf ] and web version [
http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-service/services
]
ACTION: Enable access to services through the NWAS LIS web site. A typical example would
be using online forms to request services such as literature searches or Inter-library loans.
DELIVERED IN 2012/13:
1. Forms have been developed and tested using Google Docs and can now be accessed
via the .pdf or web version of the Service Statement. More prominent locations on
the website are being investigated. Links to Forms have been added to the headers
of core pages on the NWAS LIS Website.
2. Added new pages for Researchers, to give better access to Website reflecting their
needs.
COMMENTARY: Completed.
Knowledge Management: Right Information, Right Time
ACTION: NWAS LIS will identify and work with individuals or groups to coordinate
knowledge management activities on their behalf, with the aim of creating a model /
template / exemplar for future Knowledge Management projects.
DELIVERD IN 2012/13: A working partnership has been established looking at issues around the
recording of ethnic data. Delivered this year is an online bibliography of research looking at ethnicity
and health care.
COMMENTARY: This objective is ongoing and will be taken forward in 2013/14.
Information Literacy and Critical Appraisal
ACTION: Develop a programme of critical appraisal for clinical staff with supporting
materials available on the NWAS LIS website.
DELIVERD IN 2012/13: No progress on this objective in 2012/13.
NWAS LIS – April 2013 –Version 1.0 Page 12
COMMENTARY: This object relates to Library Quality Assurance Framework [LQAF].
Challenges exist in the lack of demand for this type of activity and the excellence of existing
resources on the web. NWAS LIS is to look at alternative ways to meet this objective and
take forward in 2013/14.
Partnership
ACTION: Engage with professional colleagues working with UK Ambulance Services to
promote discussion, information sharing and sharing of best practice.
DELIVERD IN 2012/13: NWAS LIS is preparing, with colleagues supporting other Ambulance
Trusts in England, an article(s) for publication providing an overview of resources and skills.
COMMENTARY: This objective is ongoing and will be taken forward in 2013/14.
Communicating with Users: Marketing & Communications
ACTION: Develop a NWAS LIS Marketing and Communication Action Plan 2012-2015 (NWAS
LIS 2012b). The plan will aim to improve communication with users, maintaining contact
with NWAS staff who move from HE to qualified status. The plan will seek to encourage
more use of NWAS LIS across a broader range of activity.
DELIVERD IN 2012/13: The NWAS LIS Marketing Action Plan 2012–2015 (NWAS LIS 2012b)
has been written and published on the NWAS LIS website.
ACTION: Assess the impact of services on users using the Strategic Health Authority Library
Leads [SHALL] Online Impact Assessment tool.
DELIVERD IN 2012/13: NWAS LIS has set up an Impact Study using the SHALL template, and
is currently gathering responses. The target of getting 50 responses in the first 12 months is
on course The First Impact Study Report (NWAS LIS 2012c) has been posted on the NWAS
LIS Website.
COMMENTARY: Completed
NWAS LIS – April 2013 –Version 1.0 Page 13
Appendix 2. NWAS LIS Action Plan 2013/14
Accessible and Innovative [1]
Develop content and services that broaden the support delivered to NWAS staff though the
NWAS LIS website. Potentially fruitful areas for development include Governance /
Leadership and Foundation Trust status and topics including pre-hospital aspects of Mental
Health.
NWAS LIS will continue to update guides and support material to reflect planned changes to
NHS Evidence.
Quality First: Proving Quality and Performance [2]
NWAS LIS will continue to publish quality measures monthly as part of the NWAS LIS
Dashboard and an annual summary as part of the NWAS LIS Annual Review.
NWAS LIS aims to achieve a score for the Library Quality Assurance Framework [LQAF] for
August 2013 at or better than the mean average % for the North West.
Library and Information Services [3]
Review core library and information services to ensure that they remain fit for
purpose.
July 2013, review and report any challenges in accessing services that related to
Equality & Diversity and the action taken to address them.
Knowledge Management: Right Information, Right Time [4]
NWAS LIS will identify and work with individuals or groups to coordinate knowledge
management activities on their behalf, with the aim of creating a model / template /
exemplar for future Knowledge Management projects.
NWAS LIS will remain open to working arrangements with individuals and groups building on
the experience of Year One.
Information Literacy and Critical Appraisal [5]
Develop a programme of critical appraisal for clinical staff with supporting materials
available on the NWAS LIS website- carried forward form year one.
Work with colleagues in Learning & Development to continue to provide information skills
for Learning and Development programmes and seek further opportunities to deliver
training in information skills and critical appraisal.
Partnership [6]
Continue to engage with professional colleagues working with UK Ambulance
Services to promote discussion, information sharing and sharing of best practice.
Work with partners to expand the range of resources and opportunities for access for NWAS
NHS Staff.
Communicating with Users: Marketing & Communications [7]
NWAS LIS will review and report on the NWAS LIS Marketing Action Plan 2012-2013 (NWAS LIS
201b2) Objectives and Implementation in August 2013. In Summary the objectives are:
NWAS LIS – April 2013 –Version 1.0 Page 14
Mid-term (0-3 years) August 2012 - August 2015
Objective 1 – Open more channels and use them more frequently for
communication with NWAS Users
Objective 2 – Build relationships with low and non user groups.
Objective 3 – Increase the number of registered users, using OpenAthens
registrations (formerly known as NHS Athens) as a proxy for this, form 11% to 15%.
Short term (next 12 months) August 2012 – August 2013
Objective 4 – Build Awareness, understanding of the relevance of NWAS LIS with
NWAS staff.
Objective 5 - Create consistent messages about NWAS LIS, focusing on content and
presentation, which can be delivered through all media.
NWAS LIS will revise the Monthly Library Dashboard to include data about Users derived from
the online Library Enquiry form.
Undertake further research with low/non use segments/user communities to identify
opportunities for engagement.
Appendix 3. NWAS LIS User Profile, 2012/15 Recommendations and Actions
Recommendation 1. Embed the proposals of the User Profile in Library Strategy, Annual Review, Library Action Plan and Marketing and Communications plan for the period 2012-2015. COMMENTARY: Completed. NWAS LIS has written and published a Strategy and Marketing Action plan (NWAS LIS 2012a and 2012b) which is informed by and incorporates proposals from the User Profile.
Recommendation 2. Collect data using the NWAS LIS Enquiry Tracking System on Role; Location and Purpose of enquiry to track User Profiles over time. COMMENTARY: Ongoing. NWAS LIS continues to collect User Profile data and has complete set of data for 2012/13 reported in Section 6.2 of this Review. Recommendation 3. Report on data relating to User Profile in the monthly Dashboard. COMMENTARY: Not Completed. NWAS LIS does not report this data in the monthly Dashboard. NWAS LIS will revise and edit the Dashboard to include this data form April 2013. An action has been added to the NWAS LIS Action Plan April 2013 – April 2014. See Appendix 1. Recommendation 4. Undertake further research with low/non use segments/user communities to identify opportunities for engagement. COMMENTARY: Not Completed. An action has been added to the NWAS LIS Action Plan April 2013 – April 2014. See Appendix 1.
Recommendation 5. Review the service offerings with the aim of adapting or reconfiguring services to address specific segments/user communities defined by role within the NWAS e.g. HART, ECC. COMMENTARY: Ongoing. NWAS LIS has expended the subject coverage of resources on the NWAS LIS website to cover topics of interest to low use/non use groups.
NWAS LIS – April 2013 –Version 1.0 Page 15
Appendix 4. Performance Measures Summary
NWAS LIS will respond to any contact in person, via phone or e-mail within two days.
COMMENTARY: Partially Completed. NWAS LIS responded to 95% of enquiries within 48 hrs /2 days in 10 out 12 months from the period April 2012 to March 2013. Non compliant months were May 2012 (93%) and June 2012 (94%).
NWAS LIS will supply any document within two days or contact you to explain any delay.
COMMENTARY: Completed. NWAS LIS responded to 95% of requests for Inter-Library Loans within 48 hrs /2 days in 12 out 12 months.
NWAS LIS aims to achieve performance measures 95% of the time. Performance measures are published monthly in the Library Dashboard and annually in the NWAS LIS Annual Review.
COMMENTARY: Completed. Performance measures are reported monthly on the NWAS LIS Dashboard, published on the NWAS LIS Website and in this Annual Review 2012/13.